Sunday , February 5 2023

JD Recruitment – Team Manager

Website JD Sports

Job Description:

The Team Manager is accountable for managing a customer facing multichannel contact centre team of up to 15 customer service agents. They are required to provide support through effective coaching and development to ensure KPI’s are achieved and improve service delivery within the wider operation. Deputise for the senior management team where needed.

Job Responsibilities:

  • Ensure appraisals and one-to-one meetings are conducted on time and with the required frequency
  • Management of the Customer Care Agents
  • Adhere to HR policies and procedures to provide a fair and consistent approach to managing staff and, where necessary, conduct counselling and disciplinary hearings
  • Review case work, including the quality of emails/calls, and carrying out call monitoring using a quality framework, provide coaching and utilise feedback techniques to improve team/individual performance.
  • Inspire team members to act with focus, discipline and a sense of urgency ensuring the reputation of the business is upheld
  • Support with data for reports and meetings, ensuring content and presentation meet the criteria set, and are clear and concise
  • Ensure personnel related records are promptly and accurately maintained and handled with confidentiality
  • Work collaboratively with the QAC Manager to ensure error rates are mitigated, the quality of responses is of a high standard to prevent rework.
  • To lead and motivate the team to ensure that the highest levels of performance and service standards are achieved
  • To regularly review the Team performance against agreed objectives and targets
  • Act as a management escalation point for cases, take management calls and handle complaints when required
  • Ensure the department goals, policies and procedures are adhered to
  • Constructively highlight behaviour and actions that negatively impact customer experience
  • Responsible for creating a positive team environment fostering a spirit of teamwork with clearly defined boundaries.
  • Ensuring your team handle customer enquiries efficiently and promptly, delivering good customer outcomes and consistently performing against key performance indicators.

Job Requirements:

  • Positive manner
  • Excellent PC skills
  • Extremely organised with a structured approach
  • Ability to identify and solve repeat issues, demonstrating strong attention to detail
  • Ability to provide good judgement, even in pressurised situations
  • Strong ability to build relationships and demonstrate confident interpersonal skills with colleagues at all levels
  • Is a self-starter and self-sufficient
  • Can-do attitude, accountable even when something is outside area of responsibility
  • Excellent communicator
  • Flexible approach to working, as we need to cover a 24/7 operation.
  • A demonstrable ‘customer-centric’ approach to work and problem solving

Qualification & Experience:

  • Proven experience in a Management role.
  • Previous experience of in working in a fast paced, demanding, and constantly changing environment.
  • Management qualification is desired but not essential.
  • Previous experience in a coaching and staff development.

Job Details:

Company: JD Sports

Vacancy Type: Full Time

Job Location: Kingsway, England, UK

Application Deadline: N/A

Apply Here